After a month of dealing with Glowforge support, and paying for expensive replacements parts that don’t fit, I have some tips for you.
- Ticket ownership.
I get that when I use the chat feature I am usually dealing with tier 1 support and I will probably be moved to email support. But once in email support, 1 tech should own my case.
As a customer, I am asked to explain my issue. I am asked to send multiple photos showing the issue. I then get told I will be transferred to email support. Fine. (I work hard to resolve my own issue and turn over every stone before contacting support, so I fully expect tier 1 chat is just a formality)
2. Ticket ownership.
Once I am transferred to email support, that rep should own my case.
First, email support appears to be 2nd or 3rd shift.
On my issue, I have worked with
Mike D (Glowforge)
Maile L (Glowforge)
Veronica R (Glowforge)
Pip (Glowforge)
Chelsea B (Glowforge)
Patrick Scott (Glowforge)
Pip (Glowforge)
Do you like to work with 7 different people when trying to resolve an issue?
Do you like to have to email pictures and explain your problem over and over and over?
-
Orders and tracking.
Our accounts on Glowforge should have a place to go to see WHAT we have ordered, the order status, and the tracking number.
So far, my resolution has included these items.
1 $400+ new laser head (That did not fit)
1 set of v-wheels
1 new laser head and carriage plate SET
1 set of v-wheels.
I have no way of tracking any of these orders without looking through massive email chains, which are full of inaccurate information. -
Consistency. (This ones a doozy)
Support determined that my laser head died and I would need to purchase a replacement.
I ordered this NEW head, and when it arrived, it did not seat.
I also asked about ordering replacement v-wheels and was told I was being sent a set for free.
I was told v-wheels were not in stock but I would be notified when they were back. Then, I was told I was being sent some v-wheels for free when they come back in stock.
Meanwhile, support has agreed that my NEW laser head is bad, and a new laser head AND carriage plate will be sent.
Then, the other rep says the v-wheels are back in stock, but the supplier sent the wrong items, so instead of just v-wheels, he is sending a free carriage plate with v-wheels attached. Awesome.
But, I see that we are already sending you a carriage plate, so I am going to get that sent out, AND placed a separate order for v-wheels whenever they come back in stock.
I get and order receipt and FedEx tracking that says V-Wheels (Which are out of stock)
I receive a carriage plate.
I am being sent a new Laser Head AND Carriage plate, with the intent being that Glowforge already knows these 2 items fit together. But that does not happen and instead I receive a carriage plate Tuesday and will receive the new new laser head Friday, and hope it fits.
Our order invoice should MATCH what is sent.
If Glowforge is sending 2 new pieces because the last new piece was not tested and does not fit ANY glowforge it was tested on, then those 2 new pieces should be known to fit together before being mailed out.
Also, in 1 scenario I am being sent a laser head and carriage plate and expected to return the bad ones.
In another scenario I am being upgraded free from v-wheels to a whole free carriage plate.
Now it is unclear what Glowforge expects me to return.
- Small business cant survive like this.
Glowforge really pushes this device as a home business solution.
When my glowforge stops working correctly, I am out of business.
When I pay $400+ dollars for a replacement part, and you know through our many many interactions, that my business is DOWN, expedited shipping should be the norm.
I waited a week for a new part to come, that did not even fit my glowforge.
I then was expedited v-wheels (Actually a carriage plate) that wont address my issue because the real issue is still a bad laser head.
I receive tracking information that my package will be delivered Monday by noon, then Monday before end of day. Nothing comes.
I then get tracking info sent to me on Tuesday morning, saying my package will be delivered Monday (Yesterday) How does your software even let you send such a thing?
I am not waiting and hoping that the new laser head will arrive Friday, with no such confidence of that happening.
Just this morning I was contacted by yet ANOTHER tech via email. Cheryl C (Glowforge)
"Hi Terry,
Stepping in for Francesca this morning. Would you mind sending over a couple of pictures so that we can understand better what you are looking at?
Thanks very much,
Cheryl"
I have no idea what she was trying to understand, as all parts on on order already.
I have been out of business for OVER 1 MONTH. My interactions with support started May 26th and I have been unable to take any orders since then.